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Apple announced it is moving into services — Netflix-type services, curating and streaming content.  It’s a pretty big shift for a company that’s been primarily in hardware and software.  If any company CAN make the shift, it’s Apple — but I wonder if it SHOULD.  Will the core of the Apple brand be eroded in […]

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A couple of years ago, Gartner predicted that by 2019, more than 50% of organizations will redirect their investments to customer experience (CX) innovation.  But even if you prioritize CX innovation, you might not know how to actually do it. You might try to innovate in CX by developing new digital capabilities or testing new technologies.  […]

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As 2019 begins, it’s time to reclaim marketing as a key driver of business.  Management guru Peter Drucker once said, “Because its purpose is to create a customer, the business enterprise has two — and only these two — basic functions: marketing and innovation.” Clearly most business leaders embrace innovation as the lifeblood of their […]

Unless you’ve been living in a cave for the past few years, you haven’t missed how dramatically the retail industry and shopping has changed.  But with so much change, it’s sometimes hard to tell the forest for the trees.  Thankfully the folks at RetailNext have identified five retail trends that you can’t afford to miss. […]

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Success today comes from not only knowing who your customers are, but also why they buy.  It’s not enough to know your customers’ demographics (e.g., adults aged18-54) and category behaviors (what they currently buy, what products/brands they use).  Even knowing your customers’  economic value (e.g., customers who spend $500+ in our category, companies that have […]

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If three makes a trend, then lately I’ve noted a new trend in strategic thinking.  It involves the discipline to ask different questions to get different results — and not just different results — better, clearer, more sustainable results.  I came across the idea to ask different questions to get different results from three different […]

Learn about a company that is “re-imagining the primary care experience from the ground up,” in this Brand Experience Brief.  Circle Medical Group, is a technology-enabled healthcare start-up whose doctors are available to make house calls 8:00am – 8:00pm seven days a week at no additional charge.  See how it is delivering convenience, transparency, thoroughness, […]

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Every January, over 150,000 people make the pilgrimage to Las Vegas to attend International CES (previously known as the Consumer Electronics Show.)  Far from being an expo of electronic gadgets, it’s an exciting, inspiring, and (over)stimulating way to experience all things tech.  There is so much to see (new products on the show floor like […]

Take a look inside b8ta, a new store for discovering new tech products.  Learn how b8ta closes the gap between maker and buyer with a hands-on helpful retail customer experience that is much needed into today’s high tech, omnichannel world. other Brand Experience Briefs: Target Open House connected home store Apple Union Square Best Buy […]